Refund & Cancellation Policy

1. Scope

This policy sets out how refunds and cancellations are handled on Dr. by Zelix engagements with Zeta Media Pte Ltd. It forms part of our Terms of Service. Where the two documents conflict, the Terms of Service prevail.

2. The stages of a Dr. by Zelix engagement

Refund rules depend on which stage your project is at when you ask to cancel. The stages are:

3. Stage 1 — Cooling-off

If you change your mind before submitting the onboarding form, you may cancel within 48 hours of payment for a full refund of the tier fee, less any transaction fees charged by our payment processor (typically 2% to 4%). After 48 hours, or as soon as you submit the onboarding form, the engagement moves into Stage 2 and the Stage 2 rules apply.

4. Stage 2 — Research

Once research has begun, we cannot offer a cash refund because the work has substantially started. Instead, you may:

• Pause the project for up to 60 days with no additional fee. We resume when you confirm.
• Transfer credit of 70% of the tier fee to a different Dr. by Zelix engagement (for you or, with our consent, a colleague you refer), redeemable within 180 days of the transfer date.
• Downgrade to a lower tier, with a proportional credit applied to the new tier's fee.

5. Stage 3 — Revisions

Once the first draft is delivered, all tier fees are considered earned. You may not obtain a cash refund. You retain your revision-round entitlement and the right to launch the delivered site.

If we materially fail to deliver what is specified in your tier (for example, we do not deliver a draft within 21 calendar days of onboarding submission and have not agreed a delay with you), you may terminate the engagement and receive a pro-rated credit based on the work completed.

6. Stage 4 — Launched

Once the site is approved and launched, the engagement is complete and the fee is non-refundable. Post-launch support is provided for the number of days stated in your tier.

7. Domain and hosting

Your first year of domain registration and hosting is included in every tier. If you cancel during Stage 1 and we have already registered a domain on your behalf, the domain will be transferred to your control or cancelled as you prefer; the domain registration fee is non-refundable because it is paid upfront to the registrar.

8. Add-ons and content packs

Add-ons (SEO content packs, social kits, email signatures, maintenance retainers, and similar) follow the same stage-based rules as the main tier. Maintenance retainers may be cancelled at any time with 30 days' written notice, effective at the end of the current billing cycle.

9. Cancellation by us

We may cancel an engagement if:

• You do not pay an invoice within 14 days of the due date and do not engage with us to remedy it.
• You ask us to publish content that would breach the rules of your professional body, and you are unwilling to adjust.
• You behave abusively towards any member of our team.
• Events outside our reasonable control make it impossible to continue.

If we cancel for any of the reasons above, refunds follow the stage-based rules in sections 3 to 6.

10. How to request a cancellation or refund

Email hello@drzelix.com with the subject line "Cancellation request: [your name]". Please state the stage you believe your project is at. We will acknowledge within 2 business days and confirm the outcome within 10 business days.

11. Processing time

Approved cash refunds are returned through the original payment method. Credit-card refunds typically settle within 5 to 10 business days; bank transfers and local payment methods may take longer.

12. Statutory rights

Nothing in this policy affects any non-excludable statutory right you may have under consumer-protection law in Singapore or your home jurisdiction.

13. Contact

See also: Terms of Service · Privacy Policy · PDPA Notice · Cookie Policy